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    Refund policy

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    Below you will see our return policy for UK and international customers. To see the return policy for international?customers, please scroll down further.

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    Returns (UK)

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    So it didn’t work out and you want to return your garment?


    That’s OK, don’t feel bad. I mean, we’ll certainly be sad for a while but with some weeks of intense mental training we will get over it. Whether it was the wrong fit, the wrong colour or something just didn’t feel 100% right, we will accept your return providing it complies with our Terms and Conditions.

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    How long have I got from delivery?


    As a UK consumer, you benefit from a snazzy piece of law called the Consumer Contracts Regulations 2013. This gives you 14 days to return any goods you buy on the internet (including sweaters). However, we only want happy customers so if you request a refund within 28 days of receiving your sweater, we'll aim to give you a full refund.?



    I can’t return it, I’m away on holiday / at work / a ten week holistic yoga retreat in Bali.


    Sadly we do insist on receiving the?garment back within the 28 day timeframe. That said, if you can’t return it to us in time then get in touch. Any decision to award a refund beyond the allocated periods is in Sheep’s sole discretion.

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    I LOVE the?product but it just doesn’t fit. Can I exchange it instead?

    Of course you can! We’d be delighted to offer you an exchange instead of a refund.?Please?log in to the My Account section of our website, click on the order number and on the next screen select ‘Returns'. This will allow you to message our returns team and they will take care of it as soon as they can. Please make sure you make it clear you want an exchange instead (it would be helpful if you could?indicated?the reason why it needs to be exchanged). If you are exchanging for a different size then please check out our size guide before re-ordering. We’ll have a nice shiny new sweater sent out to you free of charge in no time. We’ll even give you a tracking number so you can watch it all the way to your outstretched arms.

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    OK, so talk me through returns. What do I do?

    Start by logging in to the My Account section of our website using your details.?Then click on the order number and on the next screen select ‘Returns'. This will allow you to message our returns team to?let them know that you would like to return the garment and request a Unique Return Number (URN). Please indicate whether you wish to exchange the?garment or return it for a refund. If you could indicate the reasons it would be much appreciated as it will help us to improve.

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    Done. Now what?

    Great. Once?you have notified us that you intend to return your order, we will send you the Unique Return Number (URN). Please add this in the URN field in the despatch note.?


    You will?also see?a Royal Mail pre-paid label nestled cosily next to your garment. First - wrap your?product up nice and warm in the Sheep Inc. box together with all other packaging elements. Add the despatch note including the completed URN field. Then - reseal the box and stick the label on the side. And finally - please post the?package from your nearest?Royal Mail?post office and whisper it goodbye. Want help finding your nearest?Royal Mail?branch? Well click right here.


    Please keep your proof of postage safe, so we can process your exchange or refund as soon as possible.?You will also receive?a tracking number just in case you would like to know where your?garment is on his return journey. We will let you know when we are holding it safely in our arms and complete your exchange/refund.


    Please don’t post your?garment back to us without first getting in touch?via?the My Account portal. It may confuse us and result in a delay to processing your refund/exchange.

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    Is it going to cost me money?

    Nope. We paid for that label in advance out of our own pocket money.

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    When do I get my cold hard dollar back?

    Whilst we are slightly reliant on your card provider to meet their end of the bargain, we always aim to refund you within 14 days of receiving the returned sweater.

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    Can’t we just email you?

    We love hearing from our lovely customers. Particularly when you’re reaching out to tell us how incredibly happy your new sweater and sheep are in your family. For exchanges and refunds however, we prefer the slightly less personal route on the returns portal (via logging in to My Account), as every return will require the URN. This is the only way we can ensure a safe and swift returns process.

    ?

    What if it’s not as ‘new’ as it should be?

    We absolutely expect you to try your?garment on and strike numerous poses in front of the mirror. Just please don’t actually ‘wear’ it if you intend to return it. We check each?product?that is returned with a keen eye. If it is stained, stretched, damaged or otherwise in an unsuitable condition then we reserve the right to withhold a refund/exchange.?In these circumstances, please refer to our mighty For-Life Guarantee instead!


    We cannot be held responsible for damage that is done when you are posting it back to us so please wrap it up tight so that it is protected from the elements and comes back to us looking like the day it was born.


    It’s not obligatory but if you can retain as much original packaging and labelling, please do. It would really help us. Plus it will help make your return faster so win-win.?

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    We don’t judge.

    Returns happen. It’s part of the circle of life. So we want to make it clear that seeking a return will not affect your statutory rights.

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    But be nice.

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    We’re good people who love garments, trees and fluffy animals. Please be nice to us in return. If we do think that you are returning much more than any regular customer or we have reason to believe you are returning things maliciously or with consistent damage, we may have to de-activate your account. Whilst we would be heartbroken to do so and hope it will never come that far, we have to reserve this right just in case.

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    Returns (International)

    ?

    So it didn’t work out and you want to return your garment?

    That’s OK, don’t feel bad. I mean, we’ll certainly be sad for a while but with some weeks of intense mental training we will get over it. Whether it was the wrong fit, the wrong colour or something just didn’t feel 100% right, we will accept your return providing it complies with?our?Terms and Conditions.?

    How long have I got from delivery?

    Given you are visiting us from an exotic far off land, you will likely not have the benefit of the Consumer Contracts Regulations 2013 in the UK. However, all members of the flock are equal in our eyes so, regardless of where you’re from, if you request a refund within 28 days of receiving your sweater, we'll aim to give you a full refund.

    ?

    I can’t return it, I’m away on holiday / at work / a ten week holistic yoga retreat in Bali.

    Sadly we do insist on receiving the?garment?back within the 28 day timeframe. That said, if you can’t return it to us in time then get in touch. Any decision to award a refund beyond the allocated periods is in Sheep’s sole discretion.?

    ?

    Of course you can! We’d be delighted to offer you an exchange instead of a refund.?Please?log in to the My Account section of our website, click on the order number and on the next screen select ‘Returns'. This will allow you to message our returns team and they will take care of it as soon as they can. Please make sure you make it clear you want an exchange instead (it would be helpful if you could?indicated?the reason why it needs to be exchanged). If you are exchanging for a different size then please check out our size guide before re-ordering. We’ll have a nice shiny new sweater sent out to you free of charge in no time. We’ll even give you a tracking number so you can watch it all the way to your outstretched arms.

    ?

    OK, so talk me through returns. What do I do?

    Start by logging in to the My Account section of our website using your details.?Then click on the order number and on the next screen select ‘Returns'. This will allow you to message our returns team to?let them know that you would like to return the?garment and request a Unique Return Number (URN). Please indicate whether you wish to exchange the?garment?or return it for a refund. If you could indicate the reasons it would be much appreciated as it will help us to improve.

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    IF YOU’RE BASED OUTSIDE THE UK (BUT NOT IN AUSTRIA, BELGIUM, GREECE, LUXEMBOURG, NEW ZEALAND AND?PORTUGAL):


    Following above process we will email you with the Unique Return Number (URN) which has to be added to the URN field in the despatch note. We will also send you a link to our returns portal where you can generate your pre-paid returns label. All you need is your Order Number and the email address you used during your order or your post code.?

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    Please follow the instructions on the returns portal and the system will generate a return label for you, ready for you to be printed – just like magic. You can also decide to email the return label to yourself for a special moment (for example when you are close to the office printer). Wrap your?garment up nice and warm in the Sheep Inc. box together with all other packaging elements. Then, please add?the URN in the URN field in the despatch note and add it to the box. Reseal the box using the return strip and stick the pre-paid return label on the side. In case you do not have the original Sheep Inc. box by hand, feel free to use another box but please make sure it is properly protected from wear or staining. Then please post it from your indicated drop off point on the returns portal and whisper it goodbye.


    The system will also?give you a tracking number just in case you would like to know where your?garment is on his return journey. We will let you know when we are holding it safely in our arms and will start processing your exchange/refund.


    IF YOU’RE BASED IN AUSTRIA, BELGIUM, GREECE, LUXEMBOURG, NEW ZEALAND AND?PORTUGAL:

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    If you are based in either of above countries then unfortunately we are not yet able to offer pre-paid postage labels. This is certainly no conspiracy against your beautiful countries and please trust us that we are working hard to rectify this. The good news is that it does not stop you from returning the item to us for free, but you will have to pay for postage.


    Please package up your?items into the Sheep Inc. box together with all other packaging elements, reseal the box using the return strip and post to: Airbox Fulfilment, Sheep Inc., Unit 8 Saxon Way, Harmondsworth UB7 0LW, United Kingdom. Again, if you already recycled the original Sheep Inc. box, feel free to use another box of your liking but please make sure it is properly protected.

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    We would highly recommend getting proof of postage so we can attempt to track it down if it has not arrived. We will let you know when we are holding it safely in our arms and will start processing your refund/exchange.


    Please still go through the returns process on our website so we are expecting your?item back. If you simply send it to us without registering your request then any refund or exchange could be delayed.

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    Is it going to cost me money?

    Postage is paid for by Sheep – unless you are posting from Austria, Belgium, Greece, Luxembourg, New Zealand or Portugal. To customers in these countries… sorry. We’re working on it.

    ?

    When do I get my cold hard dollar back?

    Whilst we are slightly reliant on your card provider to meet their end of the bargain, we always aim to refund you within 14 days of receiving the returned garment.

    ?

    Can’t we just email you?

    We love hearing from our lovely customers. Particularly when you’re reaching out to tell us how incredibly happy your new?garment?and sheep are in your family. For exchanges and refunds however, we prefer the slightly less personal route on the returns portal (via logging in to My Account), as every return will require the URN. This is the only way we can ensure a safe and swift returns process.

    ?

    What if it’s not as ‘new’ as it should be?

    We absolutely expect you to try your sweater on and strike numerous poses in front of the mirror. Just please don’t actually ‘wear’ it if you intend to return it. We check each sweater that is returned with a keen eye. If it is stained, stretched, damaged or otherwise in an unsuitable condition then we reserve the right to withhold a refund/exchange.?In these circumstances, please refer to our mighty For-Life Guarantee instead!


    We cannot be held responsible for damage that is done when you are posting it back to us so please wrap it up tight so that it is protected from the elements and comes back to us looking like the day it was born.


    It’s not obligatory but if you can retain as much original packaging and labelling, please do. It would really help us. Plus it will help make your return faster so win-win.?

    ?

    We don’t judge.

    Returns happen. It’s part of the circle of life. So we want to make it clear that seeking a return will not affect your statutory rights.

    ?

    But be nice.

    We’re good people who love knitwear, trees and fluffy animals. Please be nice to us in return. If we do think that you are returning much more than any regular customer or we have reason to believe you are returning things maliciously or with consistent damage, we may have to de-activate your account. Whilst we would be heartbroken to do so and hope it will never come that far, we have to reserve this right just in case.

    ?

    The Knitwear Journey.*
    We design knitwear that reconnects us. That makes us more aware of the journey. That tells us the full story of the people and impact behind the things we wear.
    *Worried about the amount of counties? Don’t Panic. Transport and travel is less than 1% of our overall carbon footprint.
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